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ISO20000
COURSES

ISO/IEC 20000 Foundation Course

This ISO20000 Foundation training provides delegates with a good understanding of Quality Management, within the context of ISO/IEC 20000, the International Standard for IT Service Management more commonly known as ISO20000. This Accredited course also prepares delegates for the industry recognised APMG Foundation Certificate.

Objectives

  • To provide an understanding of Quality Management
  • To give knowledge of the basic concepts of ISO 20000
  • To prepare delegates for EXIN Service Quality Management Foundation Certificate.

Who should attend?

The ISO20000 Foundation course is aimed at a wide audience of IT Service Management staff of IT Service Providers, internal or external, with an interest in Service Quality Management and ISO 20000.

The combination of the ITIL Foundation and this qualification will provide a firm basis for professionals working in, or preparing to work in an ISO 20000 certified organisation.

Pre-requisites

Delegates must have experience of IT Service Management.

Delegates are recommended to have as a pre-requisite the Foundation Certificate in IT Service Management (ITIL®) or equivalent knowledge.

Structure

The course is based on Quality Management Systems and the ISO 20000 specification. It is delivered in accordance with the APMG accredited course syllabus and certification process. It combines tutorials and practical exercises, reinforced through the trainers’ proven implementation track record.

Content

The course will include:

Fundamentals of Quality Management Systems

  • Rationale and approach
  • Process approach
  • Quality policy and objectives
  • Evaluation and continuous improvement

Overview of the ISO 20000 Service Management standard

  • Introduction and background
  • Use and application of the standard (Part 1 and Part 2)
  • Terms and definitions
  • Role of toolsets

Coordination and Integration Processes

  • Requirements for a Management System
  • Planning and Implementing Service Management
  • Planning and Implementing New and Changed Services

Service Delivery Processes

  • Service Level Management
  • Capacity Management
  • Service Continuity and Availability Management
  • Budgeting and Accounting for IT Services
  • Service Reporting
  • Information Security Management

Resolution, Control and Release Processes

  • Incident Management
  • Problem Management
  • Configuration Management
  • Change Management
  • Release Management

Relationship Processes

  • Business Relationship Management
  • Supplier Management

Candidate Assessment

  • Assignments
  • Mock Exams
  • Certification Examination

Documentation

In addition to a course workbook and in-course hand-outs, delegates are also issued with:

  • IT Service Management Specification for Service Management (ISO/IEC 20000-1)

Examination

The qualification is based on a 1-hour closed book multiple-choice examination. The exam consists of 40 questions and delegates require 26 marks to pass (65%). Successful delegates will be awarded the APMG ISO/IEC 20000 Foundation Certificate.

Pricing

  1. CLASSROOM-TRAINER (Public) - A public schedule of classroom based training events
  2. CLASSROOM-TRAINER (Private) - Onsite, private training courses for individual organizations and their staff (contact us for a quote)

Course Delivery Option

Course Fee (Excl VAT)

Examination Fee (Excl Vat)

Total (Excl Vat)

CLASSROOM-TRAINER (Public)

ZAR 3,995

ZAR 1,695

ZAR 5,690

CLASSROOM-TRAINER (private)

Schedule

Course

location

date From

date to

ISO20000 Foundation (CLASS-TRAINER)

Johannesburg

10/08/2017

11/08/2017

ISO20000 Foundation (CLASS-TRAINER)

Johannesburg

18/01/2018

19/01/2018

Delivery Options

  1. CLASSROOM-TRAINER (Public) - A public schedule of classroom based training events
  2. CLASSROOM-TRAINER (Private) - Onsite, private training courses for individual organizations and their staff (contact us for a quote)
  3. CLOUD-TRAINER (DIY) – Online Self Study courses with mentoring support
  4. CLOUD-TRAINER (CONTACT) – Online Self Study courses with face-to-face contact time for exam preparation, followed by the official exam.

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"Delivery options to suit your individual Learning requirements"

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Delivery options

CLASSTRAINER (Public) - Public Scheduled Classroom Courses
CLASSTRAINER (Private) - Onsite Private Group Classroom Courses
CLOUDTRAINER (DIY) - Self Paced Learning in the Cloud
CLOUDTRAINER (CONTACT) - Self Paced Learning in the Cloud followed by contact time with our trainer for exam prep, revision and the exam
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